Genesys Cloud Engineer

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

The Genesys Cloud Engineer is a remote, telecommute role based in Manila.

The Engineer provides customer assistance to resolve identified concerns ensuring an optimal customer experience. Through diagnosis of the presenting issues along with review of application programming determines the root cause and an appropriate solution implementing the fix or directing the customer on how to implement the solution. Support may be of a minor or complex nature.

What You'll Be Doing

• Provides senior level customer support and works closely with Escalation Managers for reported issues, concerns or enhancements based on customer requests, system or environmental generated alerts and vendor and/or manufacturer inquiry or notification.
• First line for support calls and emergency support calls and handles all call levels.
• Mentors and assists Associate and Technical Consultants.
• Diagnoses reported issues through root cause analysis. This may include, but not limited to, customer dialogue, system(s) and other research with team members, vendors and manufacturers. Follows-up, resolves and/or escalates outstanding issues in a timely manner.
• Responds to requests received through, but not limited to, live voice, e-mail or web.
• Completes thorough documentation using the internal ticketing process ensuring issues have accurate tracking from reporting to resolution. This may include initiating the billing process as required.
• Serves as a first line of customer support for hardware, software, and network and/or telephony reported issues and concerns.
• Maintains effective relationships with clients, vendors and manufacturers delivering a high level of customer satisfaction. Works collaboratively with all resources (internal or external) necessary to deliver a timely and high-quality result.

What You Bring to the Role:

• Minimum of a High School diploma or equivalent
• 3+ years of technical support experience.
• Comprehensive knowledge of Genesys’ PureConnect and PureCloud and troubleshooting skills.
• Comprehensive knowledge of computer networks, integrations, and Windows Operating systems. May provide basic programming and/or customer configuration recommendations.

Benefits available to eligible employees include

• Medical, dental, and vision
• HMO coverage starting on 2nd month of employment
• Financial and income protection benefits
• Paid time off (PTO) and wellness time off